Jira will only show you the request types that match to the issue type of the issue you are editing. If you need a different request type you will have to use more actions - Move to the issue type that matches to the request type.
Hope that helps
Susan - I found out the problem and solution! We have backbone sync. I have a Jira instance and also a Service Desk instance. When I create a ticket in Jira it syncs to Service Desk. I had a set a default in that sync to a different request type. That's why all tickets coming into our Service Desk were Document Rendering. I reset the default in the backbone sync to Inquiry, and now it's working! I knew it had to be something easy.
Thanks again for all of your help!
Thanks so much for your help Susan!
I see what you are saying now. Thank you! Yes, that is the way it should work, However, the request comes in with no request type listed. However, it looks like it may be defaulting to Document Rendering. Why would it default to Document Rendering if I have Inquiry selected as my default? I'm guessing at this because the icon by the ticket number CSSD-196 is the same icon as Document Rendering. I would like the request type to default to Inquiry.
When you say when it "comes in", do you mean it comes in by email? In that case you you need to check the set up on email and perhaps you have it defaulting to "document rendering". You can choose the request type that is to be set when an issue is emailed in.
Maybe that is what is happening?
It's coming in through backbone sync. When I went to Project Settings -> Email Requests. I clicked the ... and configure email request types, but nothing happened. Nothing came up or changed on my screen. Is there another way to edit the emailed request type?
Thanks you so much
At this point I'm out of my depth as I have a server version. But I suspect maybe you need to set up the email:
Hope that hleps
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